Provide front-line candidate support for corporate travel programs: respond to inquiries, monitor workflows, identify and escalate issues, confirm travel readiness, reconcile expenses, maintain accurate records, and suggest process improvements.
Job Summary & Responsibilities
Position Overview
The Program Specialist delivers high-quality, responsive candidate support while monitoring workflows and serving as the first line of program-level issue identification. This front-line role is essential to maintaining a positive candidate experience and ensuring issues are surfaced early for resolution.
Core Responsibilities
- Candidate Support: Provide day-to-day candidate support via approved channels (email, platform messaging, phone); respond to routine inquiries, questions, and requests within defined SLAs
- Workflow Monitoring: Monitor Juno workflows for exceptions, missing data, delays, or candidate-initiated questions; flag issues for escalation to Program Managers
- Issue Identification & Escalation: Serve as the first line of program-level issue identification; escalate non-standard, high-risk, or complex issues to Program Managers or Senior Program Managers with clear documentation
- Candidate Readiness: Confirm candidate information (travel dates, interview details, policy eligibility) and ensure readiness for upcoming travel; proactively reach out to candidates with missing information or concerns
- Post-Trip Follow-Up: Support post-trip follow-up activities including feedback capture, expense reconciliation, and issue closure; ensure positive candidate experience through the entire journey
- Service Quality: Maintain a service-oriented, brand-aligned candidate experience; represent Direct Travel and Customer positively in all interactions
- Data Accuracy: Maintain accurate candidate records and ensure data integrity in systems; update candidate information as needed
- Communication: Provide clear, timely, and professional communication to candidates; manage expectations and keep candidates informed of travel arrangements and any changes
- Continuous Improvement: Identify opportunities for process improvements and contribute feedback to Program Managers; participate in team training and knowledge-sharing
Success Measures
- SLA response compliance (email, messaging, phone response times)
- Candidate satisfaction and issue resolution quality
- Clean escalation handoffs and documentation
- Accuracy of candidate information and data entry
- Low rate of recurring or preventable issues
- Positive feedback from candidates and internal stakeholders
- Attendance and reliability
Required Qualifications
- Bachelor's degree or equivalent
- 4+ years of customer service, operations support, or travel industry experience
- Strong written and verbal communication skills
- Ability to manage multiple tasks and priorities simultaneously
- Intermediate proficiency in MS Office (Word, Excel, email)
- Attention to detail and commitment to accuracy
- Professional demeanor and strong interpersonal skills
- Ability to remain calm and professional under pressure
- Reliability and strong work ethic
Preferred Qualifications
- Experience with travel management companies or travel operations
- Familiarity with CRM or ticketing systems
- Background in recruiting operations or candidate support
- Knowledge of travel policies and procedures
- Experience with workflow management or automation platforms
- Spanish fluency preferred
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What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
Key Facts About Austin Tech
- Number of Tech Workers: 180,500; 13.7% of overall workforce (2024 CompTIA survey)
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- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
